The player from Germany had not received €113 he won in the Eye of Horus power spins feature on February 9, 2025. After being advised to contact support if the winnings were not credited, he had been waiting nearly two months for a response or resolution. The Complaints Team had reviewed the case but noted that insufficient evidence had been provided to confront the casino. Consequently, the complaint was closed due to the lack of supporting documentation.
Sportaza Casino - Player's winnings are delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €113
Sportaza Casino
Safety Index 7.3 Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
So I played the game eye of Horus power spins on 09.02.2025
After a while I got into the power spins feature and won €113 during the feature and it wasn't credited to my account. I contacted the live chat directly and they said I should wait 24 hours and if it wasn't credited I should please send an email to support. I've been waiting for the money or an answer from support for almost 2 months.
Automatic translation:
Public
Public
1 year ago
Dear Tobi1220sl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that without any supporting evidence of missing or uncredited winnings, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
- Has the casino acknowledged there has been a mistake and the round resulted in a win?
- Do you have a record of the win associated with this particular bet or game round?
- Share screenshots here or send the information to my email at tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Translation
Unfortunately, that's the only thing I have. I wrote to the live chat again and they said they would check it again and then get back to me. It should be possible for the casino to get an insight via the transaction number.
Automatic translation:
Public
Public
1 year ago
Thanks for your reply.
Unfortunately, this is not sufficient evidence for us to confront the casino. I wish I could be of more help.
You may want to contact the game provider directly if the casino failed to investigate the issue, however, we might not pursue the case without evidence.
I wish I could be of more help. Due to the aforementioned reasons, this complaint will now be closed. Please do not hesitate to contact us if you run into issues with any online casino in the future.
